Helping Hands Shrewsbury & Telford received a Good rating across all five key questions at its first CQC inspection in August 2022, demonstrating safe recruitment, consistent person-centred care, and effective governance supported by real-time electronic monitoring. Minor gaps in staff knowledge around whistleblowing and mental capacity were identified but promptly addressed by the registered manager during the inspection period.
Concerns (3)
minor
Safeguarding
: “Staff did not always know how to raise safeguarding concerns outside of the service. Following the inspection, the registered manager immediately scheduled additional whistleblowing training.”
minorConsent / capacity: “Staff knowledge regarding mental capacity was inconsistent. Following the inspection, the registered manager immediately scheduled mental capacity training for staff.”
minorCare planning: “The risk assessment in place to guide staff how to manage this specific risk lacked detail but the provider reviewed this and clear guidance was implemented immediately.”
Strengths
· People were supported by safely recruited staff and rarely experienced missed or late calls, supported by real-time electronic monitoring of call times.
· Staff completed the Care Certificate and received thorough inductions; mandatory training including safeguarding and infection control was up to date.
· Medicines were administered safely with accurate MARs completed and monthly MAR audits undertaken.
· People and relatives were actively involved in care planning, reviewing, and service feedback through questionnaires and newsletters.
· A positive person-centred culture was promoted by leadership, with staff treating people with kindness, dignity and respect.
Quality-Statement breakdown (24)
safe: Systems and processes to safeguard people from the risk of abuseGood
safe: Assessing risk, safety monitoring and managementGood
safe: Staffing and recruitmentGood
safe: Using medicines safelyGood
safe: Preventing and controlling infectionGood
safe: Learning lessons when things go wrongGood
effective: Assessing people's needs and choices; delivering care in line with standards, guidance and the lawGood
effective: Staff support: induction, training, skills and experienceGood
effective: Supporting people to eat and drink enough to maintain a balanced dietGood
effective: Staff working with other agencies to provide consistent, effective, timely careGood
effective: Ensuring consent to care and treatment in line with law and guidanceGood
caring: Ensuring people are well treated and supported; respecting equality and diversityGood
caring: Supporting people to express their views and be involved in making decisions about their careGood
caring: Respecting and promoting people's privacy, dignity and independenceGood
responsive: Planning personalised care to ensure people have choice and control and to meet their needs and preferencesGood
responsive: Meeting people's communication needsGood
responsive: Supporting people to develop and maintain relationships to avoid social isolationGood
responsive: Improving care quality in response to complaints or concernsGood
responsive: End of life care and supportGood
well-led: Promoting a positive culture that is person-centred, open, inclusive and empoweringGood
well-led: How the provider understands and acts on the duty of candourGood
well-led: Managers and staff being clear about their roles, and understanding quality performance, risks and regulatory requirementsGood
well-led: Engaging and involving people using the service, the public and staffGood